Air New Zealand Customer Service

I am extremely unhappy with my experience from Air NZ regarding our upcoming trip to USA / UK.
We had to fly back on a cheaper flight via South Korea with a longer stop off and get back later resulting in additional travel time and other costs associated to look after our house plus the fact we both have to work the next day. If I had not picked up the original error of being booked in business class my partner and I would have been stuck in London! I see under Consumer NZ this has happened to people multiple times!
The 4+ hours on the phone at my own expense to sort due to the original error from the team member, having to change the flight again due to connection time not being enough (which the supervisor apparently told the team member would probably be ok even though it was 1.5 hours connection time hence why flight was probably changed initially) having to ring back after no supervisor called us back when promised on Sunday and being on the phone for another 45 minutes to be given an email address to complain to was pretty disheartening.
After almost 4 months of following up the request plus delayed flights for every flight booked on Air NZ I was advised via initials MC and AB on Facebook Thank you for getting in touch with us. We are very sorry for the inconvenience and distress these changes have caused you. We have had a look into your email, in this case due to schedule changes we are unable to provide compensation.
Air NZ needs to do better.
The staff on the ground were more helpful than the staff behind the screens.

Travelled with Air New Zealand from Toronto to Melbourne. My bags didn't arrive. They finally found my two bags and got them to me 9 days after landing. Both bags irreparably damaged. They wouldn't accept my claim as it was more than a week after landing. How can I claim for damage when I don't have bags. They have not responded to any of my emails or phone calls

Had our flights changed by them so that we now arrive at 0020 and fly out domestic at 6.30am the next morning. This means that we (2 seventy year old grandparents) have to sleep on the floor of the International terminal due to an action of Air NZ. An offer of 1 nights accommodation would be the least k would expect

Service has degraded, tech is inferior, customer service is shocking. Embarrassing as a Kiwi. CEO should resign, I want the number 1 airline to be from my homeland. But CEO incapable of doing that!

Beginning of Dec, my husband & I purchased return sky couch seats for travel end of feb/march this year. Was notified last week that sky couch no longer available due to their partnership with wamos. Have found out the original partnership was for Nov 22 - 25th march 23. Then on 8th Feb 23 they extended contract until Oct this year. So when we purchased tickets air nz already knew that the sky couch would not be available but sold us the seats anyway. Misleading & dishonest as far as I'm concerned. Unable to manage booking online eg choose seats etc, we don't know if we'll be seated next to each other at this stage. Their contact number is only recording & sends you message link to their chat bot who stopped helping/answering my questions as soon as I replied yes to having authority

Hard to make contact
Waited 30 mins then after speaking to customer service person put on hold only to have the call disconnected.
Tried later that night on hold for over 1hour gave up

Air New zealand has been treating its customers terribly through 27-01-2023 to 29-01-2023. There was no real information or assistance getting cancelled flights into new flights.
People waiting for answers simply told to go home after hours if waiting no confirmation of flights

Have flown with my wife on Air NZ105 from AKL to SYD on 21/01/2023 in Premium Economy.
Time came to serve drinks; before ordering any drinks I asked the flight attendant if he has any peanuts or chips and his reply that we do not serve either. We found it really pathetic from this airline to serve drinks and not a small packet of peanuts or chips. What does it cost to provide either of these products with the drinks ? The food served was of low quality and tasteless. Will fly with them again.

have had flights delayed, cancelled with no refund had to find my own way home and now unable to get refund on booked flight even though i am unable to fly as have Covid. after all their not providing refunds during covid times and only providing credits i now conclude they are just money stealing thieves and my choice would be to never fly with them again

We are delayed by approx. 90 minutes traveling via Auckland to Sydney. Our plane was ready on the tarmac all the time and was ready, we were told the 90 minute delay was due to 'catering' delay. I would have preferred to have a refund for food on the plane rather than delayed by over 90 minutes waiting for food on a 3.5 hr flight. Won't be travelling with NZ.

Hi, just a little feedback. Last night I traveled from Auckland to Christchurch on a Koru hour flight, NZ566 I partly chose this flight because of it being Koru and was planning to have a wine and cheese and crackers. The food and drinks service came around, I was in seat 17F. They got to 17A, B and C but then moved ahead, skipping my side entirely. Passengers in all other rows were offered food and drink. By the time the crew with the trolley had finished, they were returning the trolley and I had to call out for attention. It was a bit late for wine by then so had something else. I wasn't offered anything, just given a look of mild annoyance as if I interrupted them. I was disappointed as usually I receive wonderful service. There was no apology or acknowledgement of missing our row. Thanks.

I traveled to Sydney on 4th Nov on NZ105. Paid for the works but felt like the attendants were doing us a favor by serving us. They forgot that they have a job because of people like us. A little smile goes a long way. On the way back on 18th on NZ106 was no different. One of the attendants, Tania had her own rules, telling me the bar was closed 90 minutes before the eta into Auckland while serving alcohol to others sitting around me. Maybe i looked different to the others as they were all white and I am of Indian descent. Again no smile.

Canceled flight from New Plymouth to Auckland for "engine problems" apparently this is a situation that is considered beyond their control. Now going to miss the ongoing flight to Vancouver. Been on the phone for 4hr and situation still not resolved. When they answered the attendent said that they have a less the 1hr wait time... my phone begs to differ. It wasn't so long ago I used to tell all my international friends about how good we had it in New Zealand with our airline, now we may as well fly jet star, same service but a 3rd the price

Paid NZ$1420 for my son to fly to Perth return, and just read in the intinery small print that a meal is not provided.

Seven hours each way on a plane without food?
So much for good ol' Kiwi hospitality.
Shame on you Air New Zealand!!

Hi.. I have a current booking.
I have been advised via email that Air NZ have Partnered with Wamos Air.. The email continues to advise that if I require to actually change my booking I have to phone the quoted 1800 132 476 number.. great, NOT.. I was on hold for over an hour and had to hang up due to other commitments.. absolutely POOR form. You advise I have to phone when you have changed my flight status and I can't even get through to change my flight.. COME ON.. I have been an absolute frequent flyer to and from Perth to Auckland and reverse now gorgeous over 18 years.. I expected WAY MORE.. FAIR GO guys..

Tried to fly out of Auckland today to Blenheim.
We had a long stint in Auckland airport before finally getting a flight out via Wellington. On landing in Wellington we went to Koro lounge to wait for our Blenheim flight. Turning on our phones we discovered the Blenheim flight canceled and we were transferred to a Nelson flight. We landed too late to catch this flight and we're advised to pick up our bags and go to check in counter. A ding on the cell phone alerted us to the fact we were transferred to the last flight out of WLG to Nelson. We had to wait in line to be served only to be told by one customer service person- sorry but I'm going home. 20 minutes later we finally were seen and reissued tickets to Nelson and bags checked in. No apologies. Just you are on a road service from Nelson to Blenheim. Guess we will be home around 2300. 12 hours since we tried to leave Auckland.
I feel that we could have received information on the Akl to WLG flight to quickly go to gate for the Nelson flight. Our bags could have been off loaded and on loaded to Nelson flight without us having to do this and causing us to miss the flight.
For silver Koro members the service was very disappointing. No excuses ANZ. It comes down to communication and customer service. Something you say you pride yourselves in.

I was appalled to have paid 1800.00 for a 9 hour flight and did not get a meal and did not know this until on board I was not interested in a pie or a sandwich I will not book with Air New Zealand again
REF NQKCDH

Leaving Timaru on 23/9/2022 there was fog. Not Air NZ fault. However the assistant recommended we be transferred to a later flight. We agreed thinking it must be the thing to do. So the fog lifts and our original flight leaves for Wellington. The later flight, that we are now booked on is cancelled due to the intercom not working. Meaning it was a 2 hour bus ride to Christchurch and paying for accommodation. We had already paid for accommodation in Rotorua, which is where we were going. Then on the way home on 30/9/2022, we flew from Tauranga to Wellington. Spent 7 hours in Wellington Airport and flew to Timaru. My bag did not arrive in Timaru. The bag was found in Wellington baggage area that night and identified as mine. It was to be put on today's flight ie 1 October. Went to Airport today but no bag. Why wasn't it sent? We don't know. Apparently, they don't care either.

2 hours out of my day to make contact and still no answer. Absolutely disgusted with the service. The airpoints programme.

Air New Zealand is totally unreachable

I have traveled all around the world with many different airlines. In all my travels Air NZ is the worst airline I have ever had the misfortune to travel with. Not once, but twice now, my luggage has arrived damaged on Air NZ flights, yet every other airline have transported my luggage without damage. I even had insurance which I purchased from Air NZ, but despite this, they have insulted my intelligence by offering me $50 to replace my $250 suitcase. So much for customer care!

Worst customer service experience ever at Sydney airport. Was denied boarding, not offered re-booking help and not given a refund. The staff was rude and had no clue about the protocol. The operations manager at the counter was arrogant and treated the customers like a burden.

For the CEO Air New Zealand. I found it very difficult whilst disembarking from your ATR 72 aircraft in Hamilton and Wellington,nearly falling each time.



I request that a ramp be used EVERY TIME when passengers deisembark from your ATR72 aircraft.



I have asked HSE to check out one of your ATR72s at Nelson Airport, to assess the safety of the flimsy ladder used on it.



Bernard Redshaw

Dear Sir,



We flew to and from Maroochydore, as booked, on flights NZ769 (4 Sep) and NZ768 (16 Sep) and, because of my wife's disabilities booked Works Delux. This would have given her plenty of room to move about, to get out of her seat and more leg room as we had during previous Works Delux flights. We were shocked and disappointed to discover that apart from the extra seat and minimal extra leg room this was not the Works Delux that we had previously enjoyed and paid for merely economy seats.

We found also that we could not go to the Koru Club as we had done in the past.

Not only do we feel badly about these issues but the cost of over almost $1000 each was excessive

and false advertising. If the intention of the Company is to foster good relations with its regular customers changes in flight details should be published. We should have been told of these changes when we booked. Booking Number



Michael Harvey

I organised a family Group Travel Booking with your Group Booking Section.
The Agent who organised my Group travel for 40 Travellers failed 2 of my Group.
When I raised the initial issue with this Agent she placed that error back on me and refused to take responsibility of that issue. This Agent is the professional and should have picked up on that error as I had given her all the details to view individually.
Hepl Desk staff at your Kiosk was also very short with her reponses and failed to resolve our issue.

Yesterday's return Air NZ flight from Singapore was second to none. Plane, seat, service, staff, food , professionalism and friendliness 2nd to none.
Thanks alot

We flew from Perth to Auckland with Air NZ, but on a WAMOS plane with WAMOS crew on 14 December 2022. Unfortunately whole experience was awful & I gave very negative feedback to Air NZ. I'm sure I would not have been the only person on this flight to give this sort of feedback. We returned Auckland to Perth on Tues 10 January. Again we flew with Air NZ on a WAMOS plane & with WAMOS crew. However this was a totally different experience. Crew had a totally different attitude and actually made passengers feel welcome. Our seats were better & food was edible. Thankyou Air NZ for listening to feedback & taking action to improve your passengers experience. Also I had requested wheelchair assistance for my husband for both the domestic & internal return flights & staff were there waiting for him & were very helpful. Hopefully we get to do our next planned trip to NZ in two years time and yes we will fly with you again.

Hello. I want to commend the exceptional service of Lee in customer service in Auckland. I called to enquire about possible options to avoid a 12-hour layover in Los Angeles from Phoenix to Auckland on 14 January 2023. After waiting an unacceptable amount of time on hold, Lee came online and worked with me for some time trying to sort out possibilities. When nothing looked like it would work, she then called me back later telling me she had found an option for me to fly from Phoenix to Houston and then to Auckland and Adelaide. I was so impressed by her willingness to go way above just normal good service and provide a huge amount of help to me. I was dumbfounded. When I told my sister about this (who is a 45-year flight attendant veteran of TWA and American Airlines), she said it was the most incredible example of service she has ever heard of. She will be telling all her friends about Air New Zealand. So highest praises, ANZ, who has always been my favourite airline flying from Adelaide to the US.

2 wonderful Air New Zealand staff in Auckland Airport need to be congratulated on their wonderful helpful service.
Prya in Customs Bag Collection Depot , who went beyond the course of her duty , when we missed our last connecting flight on Friday September 16 th , 2022.
Clare in Special Assistance .
These 2 Ladies are great representatives of Air NZ.
We would really appreciate you passing on out gratitude.
Thank you
Denis & Patricia Ann Lloyd.

On Friday 9th October, my partner and I arrived at the Auckland Domestic Terminal expecting to fly back to Wellington on the 10.45am flight. To our horror we found that our travel agent had made a mistake so we were unable to get on this flight. The Air New Zealand customer service person, Sharon, was marvellous in helping us sort out the problem and she went out of her way to help get us onto the 12.10 flight.
My partner and I would like Sharon's wonderful customer service skills to be acknowledged. We had been travelling for 5 weeks around Europe, no problems, so getting to Auckland and being faced with this problem was a bit of a setback. Sharon is an asset to the Air New Zealand Customer Service team. Thanking you Evelyn Hopkins and Dr Russell Taylor.

1.Flew direct (economy) from Vancouver Canada to Auckland NZ on ANZ in July. Friendly, helpful, non-irritated staff; pillow, blanket & earphones on every; two full meals, alcohol provided, snacks (limited only be on-board supply) all included.
2. Flew (economy) from Auckland NZ to Melbourne Aus in July. Despite limitations printed on ticket - received full service. Staff as mentioned above. Easy to use some reward points on this flight.
Two excellent experiences for a first time with ANZ.

Took the Auckland to Sydney flight and the plane was amazing. Brand spanking new with all the bells and whistles. I fly United (which sucks) so this was a nice change of pace. Crew was very nice as well.

POSITIVE Comment!!!! I had the best experience with a customer service rep on the phone with sheryl from airnz
She was so helpful, went to a great deal of effort to help me with a complicated change and did it all with an engaging and friendly manner, I was very impressed.

Just one negative comment is that on our flight NZ725 from Melbourne to Auckland the staff didnt offer any beverages even though I was entitled to "the works". I had to go to an attendant and ask for my beverage. The attendance told me that it was a new plane and that the service system was different than usual and for me to go on the Air NZ website and comment on this. Otherwise my flights were great.

I was on 4 Air NZ flights on my holiday to Auckland and Melbourne. The staff on the plane were freindly and helpful and the services available were great.